Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.

We have been in the markey for an Excursion on 12-29-07 We saw an Ad for a 2001 Excursion for 17,995. We loaded up and traveled over 4 hours to look at the vehicle and consider a purchase. The sales associate stated that the vehicle price was $21,995. Stunned I pointed out to that the listing in the truck trader was for $17,995. The first excuse that was given was that it was not the same vehicle. I rebuttled stating the same tires in the picture are on this vehicle. He further recanted by saying that it was a misprint in the advertisment and that he could obtain a letter of correction from the AD agency. Further stating that they would not honor the advertised price.

This prompted me to look closer at the actual value of the the vehicle via KBB.COM(Kelly Blue Book) The vehicle priced out at $17,801 via KBB.com. After confronting the dealer with all of these documents supporting the price they proceeded to act on personal attacks stating I had entirely to much time on my hand to continue arguing the issue. I simply requested that they stand by their products and their prices rather than reduce to personal attacks....I will submit a complaint the the better business burea also since I have all this time on my hands...LOL
Buyers beware...Research..research..research..

Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.

AUTHOR: Gibson Truck World - (USA)

SUBMITTED: Thursday, September 01, 2011

POSTED: Thursday, September 01, 2011

Patrick, I would like to personally respond to your report. My name is Dudley and I am the Service Advisor you have been speaking with at Gibson Truck World. I have been a Service and Parts Manager for the automotive industry since 1961 and have worked for some very large dealerships in the past. First, I would like to let you know from my personal experience, I have not worked for a more honest and dedicated team. Gibson truly stands behind their trucks and does more to ensure safety and customer satisfaction than any other dealer I have seen.

Patrick B. purchased his 2008 Ford F250 Lifted truck from us on June 7, 2011 with 30,395 miles on it. On July 17, 2011 (40 days later) at 1:53pm, I received a phone call from Patrick B. stating that he was on vacation in Fennville Minnesota and the right rear shock on his truck broke. Patrick informed me that he has put an additional 3,033 miles on it since leaving the lot at Gibson. I immediately ordered a replacement shock from The Shock Warehouse that was the correct model number for an F250. When the part arrived at Gibson, I packed it up and shipped it to Patrick in Minnesota at no charge for the part or for the freight. This was going above and beyond what was expected per our contract with Mr. B. that states he is required to pay 50% of $108.88 which is our cost of the part as well as $15.48 for shipping. Once again, we did this at no charge for Patrick. On July 26, 2011 the part was delivered to Patrick, but it was not the correct model shock he needed for his lifted truck. After speaking with Mr. B, I requested he send me photos of the piece he actually needed as to avoid further confusion. Unfortunately, the actual part Patrick needed was on back-order. (This was, of course, no fault of Gibsons) Our cost for the correct shock was $171.52 plus shipping. On August 22, 2011, I called Mr. B. three times and left voicemail to call me back with the address he wanted the new part shipped here in Florida. On August 29, 2011 Patrick called me back and verified his address and the part was shipped the following morning.

Gibson spent a total of $311.36 to assist Patrick in getting the correct part repaired and never required him to pay for anything. Not to mention, the total amount Gibson spent in shop bills before the purchase was $4,371 which included mounting and balancing 4 brand new 37inch Toyo Open Country tires, alignment, lube, oil, filter, replaced wiper blades, replaced front shocks, replaced track bar, replaced front stabilizer, replaced heim joint, replaced camber sleeve, replaced cluster lens, replaced leaf spring, and completed a full detailing.
After completing $4,371 in shop repairs and an additional $311.36 in after the sale customer service, we are completely confused at the statement made by Mr. B. saying that we do not honor our Bumper to Bumper Warranty and Free Maintenance program and our 15 Day Return Policy on our Diesel and Lifted trucks. That statement is absolutely false YES, of course we honor our warranty program and return policy on our Diesel trucks! Diesel trucks are our specialty and they make up the majority of our inventory. However, in the past we have had customers purchase a Lifted truck from us, take it out to a racing pit and run through the mud and into the ground destroying the integrity of the truck and causing major damage. And after they have had their fun with the truck, they try to return it to us 10 days later. In those cases, we will NOT honor our 15 day return policy. The truck must come back to us in the same pristine condition in which it was sold minus the allowed minor wear and tear of driving the truck for up to 15 days.

Considering that 60% of our sales come from repeat and referral customers, Id say we do a very good job making our customers happy, honoring our advertising statements and conducting our business honestly.

So my wife and I drove the 3 hours to go look at the truck and found that upon further discussion with the sales rep, the 15 day policy does not apply towards any truck that is a diesel or has a lift, even though they advertise it on autotrader.com for that specific truck which was diesel and had a lift, which they do for all their diesel and lift trucks. This is a fact that you can easily check at autotrader.com.

My experience with this company has brought me to the conclusion that they use deception as a means of conducting their business (their return policy, their warranties, their maintenance) and I strongly suggest that you stay clear of this dealer when youre looking for your next truck or at the very least be sure to go into any transaction with them with your eyes wide open and do your homework taking everything they say with a grain of salt.

AUTHOR: Gibson Truck World - (U.S.A.)

SUBMITTED: Tuesday, June 03, 2008

POSTED: Tuesday, June 03, 2008

Gibson Truck World has never resorted to false advertising campaigns or "bait and switch" tactics. The simple fact is, that from time to time mistakes are made in our print publications, "Letters Of Retraction" are immediately obtained from the source of said mistakes. This "Letter Of Retraction" was presented to customer at the time he was here on our lot. We apologize for any problems this may have caused this particular customer.

Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.